Sr. Director, Tech Ops & Delivery Enablement

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 240 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 150 million lives.

Brief Overview:

As the Senior Director – Technology Operations & Delivery Enablement, you will report to the Senior Vice President of Enterprise Platforms.  In this role, you will be responsible for the definition, design, implementation, and continuous improvement of the enterprise platforms delivery ecosystem and supporting operational functions.  You will play a critical leadership role enabling the management and delivery of Amwell’s technology programs and projects, Agile product development, non-capital strategic initiatives, system integrations, platform migrations, infrastructure initiatives, special projects, and supporting operations for the organization’s product management, software engineering, and platform/hosting functions.

You will be a senior leader in the Operations, Enablement & Solutions Delivery (OES) department to enable our Product Management and Engineering teams, the Customer Experience organization, and other business constituents to deliver high quality solutions for our customers, providers, & patients through reliable operational functions, efficient delivery methods and tools, and high-quality execution.

Technology Operations encompasses the core functions that enable Product Management, Engineering, and Infrastructure to operate as high-performing businesses, including functions such as intake/demand management, financial management, workforce management, vendor/contract management, strategic planning, people & culture initiatives, and departmental performance management.

Delivery Enablement encompasses the tools, processes, methodology, templates, job aides, artifacts and quality control functions that enable quality execution of our strategic initiatives, including program management & Agile workflows, project plans, issues/risk logs, decision frameworks, resource plans, Agile tools & metrics, KPIs, change management, training, and communications.

You will be expected to provide a well-defined and well-executed delivery management system and suite of supporting services to ensure the right solutions, of the right scope, are delivered on schedule, within budget, and of good quality, that help optimize the patient and provider experience.

You will enable OES to be an elite technology delivery function that is relentless in its pursuit of delivering business value to Amwell and its constituents and will lead the achievement of the OES vision to deliver value-based outcomes through our differentiated expertise built on a foundation of core competencies.  You will accomplish this by simplifying and optimizing the technology delivery process and experience, living Amwell’s values, employing fundamental execution disciplines, applying predictable, repeatable, and transparent methods and tools, investing in our people, improving continuously, and building and leveraging trusted relationships.

You will preach, practice, and embody the values of OES that are rooted in Integrity, Compassion, Relationships, Performance & Execution.

We believe that integrity and compassion come first:

• We do what we say.
• We make commitments we can keep, and we keep those commitments.
• We do what is right, not what is easy.
• We practice empathy and show people that we care.

We believe in meaningful and high-trust relationships that last:

• We are servant leaders; we put others first and serve them.
• We invest in long-term relationships built on a foundation of trust.
• We leverage those relationships at scale.

We believe Performance & Execution make the impossible possible:

• We push boundaries and put in the work.
• We value outcomes over processes.
• We explore new ways of doing things and continuously challenge the status quo.
• We differentiate ourselves from process heavy, traditional PMOs and emphasize business value, measurable outcomes, and a positive experience.

Core Responsibilities:

Operations Services that include the ongoing delivery of defined capabilities